Renovate Direct Limited Reviews 144

Shambles

A company that clearly values a great looking website over EVERYTHING ELSE: customer care, response times, warehouse despatch, choice of courier- all poor. I ordered the laminate floor with named day dispatch. The courier tracking did not work properly so had no idea what was happening, named day delivery was missed with no information at all about progress, emailed RD but had no response.
The flooring turned up a week later unannounced poorly packaged and waterlogged so was not accepted from the courier. I emailed the company with photos. A day later I received an email from the company relating to my emails from the previous week- refunding the named delivery charge. If customer service was more responsive and there was a telephone number to call I may have given the company a second chance but too risky. I received a full refund a week later but without further real communication from the company. It is a shame that priorities and the quality of service in several areas were so poor that I felt I could not risk ordering from them again, even though the flooring appeared perfect on their website!

Delivery on time quality of flooring is excellent easy to lay flooring

If I could give 0 stars I would! Ordered over a month ago was due for delivery a week ago on delivery day was emailed to say there was issues due to the war in Dubai! Rescheduled for the following week 2pm got an email to say it was damaged in transport and would be rescheduled for the Friday 7pm got an email to say they are having stock issues at the port and would need to reschedule for another weeks time!

Had a new floor fitted over an existing broken tiled one. The chap, KEVIN BERRY, who did the work was faultless! He was polite, completely reassuring in presence (as a lone lady this matters to me), and did a lovely job, very quickly. Thank you!

I ordered samples and received them very promptly. I received a WhatsApp message from Zuber to give me additional help with the size off my floor and the requirements of my order. He answered questions promptly about the surface that was required to lay the flooring, etc. excellent service, looking forward to receiving my new flooring.

Terrible customer service. Placed an order 3rd April for delivery 14th April. Didn't hear anything by 13th April so decided to send a quick online chat for an update. Was advised there was a error with their fulfilment team and the order hadn't even been processed! asked if they could get it to us next day as planned - no as all the orders had already left the warehouse. All but ours that is!! Could reschedule to Wednesday - no good to us, we booked the date we booked for a reason. Asked if we could have a refund for the delivery charge as not going to be the date we booked it for - couldn't even do that either!
We spent nearly £500 on flooring and this was their error!! Cancelled order and requested refund - will buy elsewhere.

Glad I did too as just read some of the reviews on here for poor quality flooring and customer service.

Customer service is terrible! It doesn't exist. No clue when your order will arrive, nothing. Emails, calls, chats and nothing.... Can't plan anything unfortunately.

Loving our new herringbone floor
Super service all round

Damaged boards and they would not replace. They told me to buy another pack which would cost £90 with delivery. AVOID

Good service
Good quality

Poor quality, I waste money, the floor is poor quality, broken when out together...booked and paid to the labor,notelephone for contact and I have to pay for return...joking👺🤬🤬

Good service from start to finish one pack was damaged but sorted it straight away and refunded it back asap will definitely recommend this company to all my friends and family good customer service very friendly people

Flooring arrived on time, how ever within a matter of hours scratches appeared despite me spending nearly £1000 on the flooring and it being advertised as 'scratch resistant' i can assure you IT IS NOT scratch resistant. I am now going to take this up with the small claims court as previous reviews also state appalling customer service

Happy with the service and the product!

Very poor service and extremely disorganised company.

I ordered “Honey Jar” flooring for my entire house and selected April 2nd as the delivery date, paying extra for Fast Delivery. The next day, I was told the earliest delivery date was May 5th, which completely ruined the renovation schedule I had already organised and taken time off work for.

I then agreed with your team by email to switch to “Golden Oak” flooring with delivery confirmed for April 7th. Based on that written confirmation, I ordered tools, arranged help, and planned a full week to install the flooring.

The day before delivery, I contacted support because I had received no confirmation, and I was told the delivery had never been scheduled and the earliest date was now April 13th, when I will be out of the country. I was told this was due to a “crossover” and stock issues, even though your colleague had already confirmed the date by email.

This level of miscommunication and poor internal coordination is unacceptable. Customers should not be allowed to select delivery dates that are not actually available, and written confirmations should mean something.

This experience has caused me significant stress, extra costs, and forced me to reorganise work, tools, and people’s time.

I would recomendé to people to check delivery before organising anything.

Wouldn't buy flooring from Renovate direct again. Poor quality product in my opinion and a couple of my unopened boxes arrived damp / soaked through. Several of the new used planks had black marks, which were permanent doesn't look good on a new floor even tried to paint them to look less obvious.

After paying extra for speedy delivery they failed to arrive on time and offered an alternate day over a week later. They also ignored my request to refund the additional money paid for 'speedy' delivery.

The customer service is shocking and their courier is even worse.

My delivery date was moved twice, but on the third occasion it never showed up, with no contact to explain. I still do not have my order and have not had any response to my queries of where it is or explanation as to why I wasted a day waiting for it.